Selangor, Malaysia
IT Manager/IT Infrastructure /IT Operations senior engineer with 16 years experience in Information Technology industry. Been in the support and managerial role for the past 16 years in a center with 200 users under direct support in Kuala Lumpur and close to 150 users in remote office ; Singapore,Philippines and Hong Kong and Australia I view myself as a go-getter and will strive in any challenges being thrown at me. My ultimate aim is to keep growing in the IT industry and to make the best of the skills and experiences I have at wherever I go.
• Manage on-premise and cloud IT infrastructure and services for the local Malaysian branch • Manage and supervise all IT Infrastructure and cloud related initiatives such as server deployment, OS migration, IT hardware refresh, cloud service-related projects on AWS • Daily business as usual (BAU) support to about 160 and growing users to ensure their productivity is not impacted from IT’s standpoint. • Key role as local IT point of contact for the Malaysian branch ensuring global projects and initiatives are properly implemented according to global standards • Key role as local IT escalation point where all major outages/problem are handled and rerouted to the responsible stakeholder teams • Planning and executing the IT Budget on all IT related expenses which is aligned with the global IT strategy. • Key role in managing the local AWS instance: i. Deployment and maintenance of AWS cloud infrastructure from time to time iii. Cost optimization on the cloud usage by developing new strategies that would significantly reduce the CAPEX • Manage the organization’s SAAS (Software as a service) on cloud for e.g.- Databricks, Github, Sonarcloud, Atlassian which involves contract negotiations, service optimizations, project initialization initiatives. • Taking part in compliance audits on IT practices and processes as required by Bank Negara Malaysia (BNM) and business partners • Key role in conducting annual Transfer Pricing activity which is a charge-back from the headquarters on all IT related expenses for the Malaysian branch • Planning and executing the annual Disaster Recovery tests which is initiated by the headquarters to ensure business continuity.
• Provide deep Windows technical support (L3) for 1500 users and point of escalation for global internal IT issues • Office 365 Global Administrator– Exchange Online/On-prem, Teams, SharePoint, Endpoint Manager • IT Infrastructure lead for Cyberjaya office managing all IT endpoints, on-premise servers, network gears, network connectivity • Manage software delivery and Windows patch management via Microsoft Endpoint Manager for internal endpoints • Part of a service desk team which handles about 200 internal escalation tickets per week • IT Asset management for Cyberjaya office • IT procurement lead involving in requirement gathering, negotiation, vendor management • Global administrator for unified communications tools – MS Teams • Patching and maintenance of core infrastructure servers – SQL servers, AD servers, Password manager servers, Exchange servers, Citrix storefront and controller servers • Citrix support for internal engineers who support customer-based environments • Onboarding and offboarding for global new starters/leavers – account creating, license assignment, Skype For Business account creation, Citrix access, Service Now access, Teams outbound calling access
• Manage IT infrastructure and endpoints in the APAC region (KL, Hyderabad and Sydney region with a team of senior engineers. • Handle IT infrastructure escalations in APAC with collaborations from global tech support team and vendors. • Lead, manage and monitor on the endpoint migrations from on-premise based services to a full stack Microsoft cloud solutions platform comprising Azure AD, Intune Endpoint Management and Office 365 services • Propose, analyze, and implement any IT process rollouts, which is critical and required. by the organization. • Analyze, test and deployment of fix(es) for complex technical issues within the organization with documentation for reference by global support teams. • Vendor management, which includes search for vendors who provides efficient and cost-effective solution. • Supporting telephony infrastructure in the center –Avaya Aura Communications Server and Polycom Trio video conferencing units • Facilities management for APAC offices with direct involvement in office planning, contractor management, audits, new office builds and roll out.
-Plan and execute annual IT budget for SEA region -Providing fast and efficient support for end users by troubleshooting and solving their daily desktop issues - Carry out software delivery and patch management using centralised delivery application -Propose, analyze and implement any IT process roll-outs which is critical and required by the organization - Setup and maintenance of mission critical servers -Proactively monitoring, managing and escalating network connectivity issues which effect the operations of the enter -Managing, maintain and auditing of IT inventory on monthly basis and prepare the needful documents, inventory, asset tagging for external audit which is conducted yearly. -Supporting telephony infrastructure for the center -Vendor management which includes search for vendors who provides efficient and cost effective solutions which involves ; ISP for data connectivity, vendors for backup tape offsiting, access card system, and office infrastructure. -Planning and conducting office moves for APAC regional offices
- Attending to IT service desk ticket - User account & Mail ID creations on Active Directory - Setting up training environment for SLC(SatyamLearningCenter) - Access controls management - fingerprint (biometric authentication) - Setting up ODC( OffshoreDevelopmentCenter) for Offshore project requirements -ODC for offshore projects is set up together with servers required for the projects - Setting up Client ODC ( OffshoreDevelopmentCenter) -Was also responsible for Customer ODC setup whereby associates will be working be in an ODC that has a connectivity isolated from the Satyam network. - VC setup and co-ordination - Desktop and Laptop imaging, troubleshooting - Software delivery and asset management - Attending to VPN(Virtual Private Network) or Firewall access request - Attending to ISA &eSCM proxy access request and troubleshooting - Attended to MS Exchange migration where 500+ users where migrated from MS Exchange 2003 to MS Exchange 2007 - Server setup, maintenance, troubleshooting (Wintel Servers) -Configuring server roles as exchange server, file server, DNS, DHCP, proxy server, firewall and antivirus server (mostly Windows 2003 servers) - Antivirus and patch management - Tape backup and restore management using CA ARCserveBackup -Full, incremental and differential backup on all Satyam critical servers - Monthly reconciliation – user accounts on AD, desktops, N&S assets, File storage - IMS(Infrastructure Management Services) support for client projects -Involved in the set up of the Enterprise portal project server in Bank Negara Malaysia - IP telephony, Blackberry and Avaya PABX management - Server monitoring via open source monitoring tool called Nagios. Deployed Nagios according to the internal requirement and also configured monitoring for switches, routers and applications within Satyam.
-Take and receive all customer calls in a professional and courteous manner -Follow procedures to ensure all calls are identified as ‘in’ or ‘out’ of contracted scope and logged accordingly in the Atos Origin Service Management Tool. -Log all calls, using the designated call handling and ticketing system and entering information accurate -Take end to end responsibility of the logged requests and monitor work progress and service levels. -Provide incident, problem and complaint (escalation) management for the in scope services domain -Provide technical assistance to customers on the use of all PCs – encompassing desktop related hardware and software in accordance with service level requirements. -Provide advice and guidance to customers on the effective use of the self support portal, desktop systems and their associated software, LAN networks and peripherals. -Provide “First Time Fix” based on contractual scope and obligations. -Ensure effective escalation and hand-over of customer enquiries/problems to the correct 3rd party maintenance supplier ensuring accurate information is provided -Carry out appropriate level of technical investigation prior to escalating to the next level. -Keep the customer, when they make follow-up calls, fully informed about the progress of any problems or requests which have been assigned to a support group